Refunds

  • Broxer does not automatically refund payments made for canceled orders back to your payment provider. Funds from order cancellations are refunded to the buyer’s balance as credit and are available for future purchases on Broxer. Funds returned to your balance from canceled orders will not include processing fees paid.
  • Deposit refunds, when available from the payment provider, can be performed by our Customer Support team. To prevent fraud and abuse, we limit the total amount of times users can request a payment provider refund from their account which is subject to review by our Customer Support team. Such refunds may be subject to an additional fee. If any processing fees were added at the time of purchase to create a new order, the processing fees from that payment would not be refunded along with your deposit.

Dispute & Cancellation

We encourage our buyers and sellers to try and settle conflicts amongst themselves. If for any reason this fails after using the Resolution Center or if you encounter non-permitted usage on the Site, users can contact Broxer’s Customer Support department for assistance here.

    • Using the Deliver Work button may not be abused by sellers to circumvent Order guidelines described in this Terms of Service. Using the “Deliver Work” button when an order was not fulfilled may result in a cancellation of that order after review, affect the seller’s rating and result in a warning to the seller.
    • A Seller may cancel an order without the buyer’s consent at any given moment (Force Cancellation). However, this will have an adverse effect on the seller’s status.
    • Feedback comments given by buyers are publicly displayed on a seller’s Job page. Buyers have the option not to include a comment, but still rate the service. Cancellation of an order does not remove feedback unless mutually agreed.
    • Sellers may not solicit the removal of feedback reviews from their buyers through mutual cancellations.
    • Order cancellations can be performed on Broxer, when eligible, by Customer Support or through the Resolution Center per order.
    • Filing a transaction dispute or reversing a payment through your payment provider or your bank is a violation of these Terms of Service. Doing so may get your account temporarily disabled to investigate possible security violations. Note: once you have filed a dispute with your payment provider, the funds will be ineligible for a refund due to our obligations towards the payment provider.
    • If a buyer or seller encounters an issue related to the service provided in order, you are encouraged to use the Site’s dispute resolution tools to attempt to resolve the matter.
    • Broxer reserves the right to cancel orders or place funds on hold for any suspected fraudulent transactions made on the Site.
    • All transfer and assignment of intellectual property to the buyer shall be subject to full payment for the Job, and the delivery may not be used if payment is canceled for any reason.
    • If an order is canceled (for any reason), the funds paid will be refunded to the buyer’s shopping balance.
    • Revisions to deliveries can be performed by sellers based on the seller’s Job and customer care. Sellers may determine the number of revisions offered to buyers, including no revisions.
    • Requests for revisions can be performed through the Order page while the order is marked as Delivered.
    • Requesting to gain more services from sellers beyond the agreed requirements by using the Request Revisions button is not allowed.
    • Broxer encourages Buyers and Sellers to resolve service disputes mutually using the Resolution Center.
    • Eligibility for requests to Broxer to cancel an order will be assessed by our Customer Support team based on a number of factors, including violations to our Terms of Service, general misconduct, and improper usage of the Broxer delivery system. See below for Order specific eligibility.
    • Completed orders (or, where applicable, completed milestones) may be canceled, upon review of our Customer Support team, up to 14 days after the order (or Milestone) is marked as complete.
    • Orders are not eligible to be canceled based on the quality of service/materials delivered by the seller if the service was rendered as described in the Job page. Buyers may rate their experience with the seller on the order page, including the overall level of service quality received.
    • Buyers must use Broxer Resolution Center to address their concerns and desired resolution related to the service provided by their seller before contacting Customer Support. Customer Support will not take any action against Orders where the buyers failed to inform their seller of issues related to the seller’s service and will allow sellers to provide a resolution first. This does not include non-permitted usage of Broxer.
    • Any non-permitted usage of Broxer encountered during an Order, after being reviewed by our Customer Support team, may result in the order being canceled. This includes, but not limited to; harassment, unlawful behavior, or other violations of Broxer’s Terms of Service.
    • Broxer Customer Support will cancel orders based on, but not limited to, the following reasons:
      • Active orders (after the buyer submits their requirements and before the seller delivers on Broxer)
        • The seller is late and unresponsive for more than 24 hours while the order is marked as Late.
        • Users are abusive towards the other party through threats of low ratings or leveraging order materials (such as logins, personal information) against each other.
        • Users supplied or included copyright/trademark infringing materials as part of the Buyer requirements or the seller’s delivery.
        • The user is no longer an active Broxer user due to Terms of Service violations or closure of their account.
      • Delivered Orders (after the seller clicks Deliver Now and before the order is marked as complete)
        • The seller uses the Delivery system to extend the delivery due date to complete the requested service without providing the final delivered service to buyers.
          • Note: Multiple reported offenses will result in permanent suspension of your account.
        • The seller delivers no files and/or proof of work related to the agreed-upon order requirements.
          • Note: Subjectivity of the materials in question will be reviewed by our Customer Support team.
        • The seller requests additional payments, on or off the Broxer platform, by withholding the final delivery of services directly related to the agreed requirements.
        • The seller is withholding the final delivery of services for improved ratings.
        • Buyers who abuse the Request Revisions button to gain more services from sellers beyond the agreed requirements.
        • Buyers who threaten to leave a damaging review to gain more services from the seller not related to the agreed requirements.
      • Completed Orders (after the order is marked as complete and before the 14-day limitation)
        • Users who have been reported to use copyright/trademark infringing materials after verification and with proof.
        • Buyers who did not purchase commercial use rights and are reported to have used the materials commercially.
          • Note: Terms of Commercial use is found on the seller’s Job page and cannot be retroactively included once the order is completed for over 14 days.
        • Broxer Customer Support will review cases of Order delivery manipulation that prevents buyers and sellers from fully utilizing our Resolution Center that enabled the order to be marked as complete.